Customer Support Engineer

3 weeks ago


dubai, United Arab Emirates Asterix Communications Full time
Africa's Economic RevolutionAfrica is on the cusp of an economic revolution. While Internet- and banking-penetration have come late to Africa, a youth-driven tidal wave of change is sweeping across the continent. As a result, both global businesses and local champions are in a race to unlock its potential. In partnership with Rapyd, the fastest growing Fintech-as-a-Service platform, and Multichoice, the largest entertainment platform on the African continent, we are building the payments platform that is capable of meeting the ambitions of the next generation. This is truly the Moment for Africa.Technical Account ManagerWe are looking for a technical account manager to serve as the primary point of contact and support for some of our largest merchant clients. The ideal candidate will have a balance of both technical capabilities and interpersonal skills, with strong attention to detail, the ability to create and follow processes, and a propensity to think on their feet.Responsibilities:
Being the first line of defense and escalation for any technical issues relating to Moment's merchant customersThe timely and professional handling of customer tickets and requests, maintaining Moment's SLA's and customer satisfaction objectivesEscalating and owning issues internally and externally with service providers / partnersWorking across departments (Engineering, DevOps, Prof Services, etc.) to resolve customer's issues
Requirements:
At least 2-5 years' experience as technical support (Level/Tier 2)At least 2-5 years' experience with Salesforce/CRM/SaaSKnowledge in the following tools: Jira, Confluence, Postman, SalesforceSignificant customer-facing experienceGreat technical writing and verbal communication skillsStrong debuggability skills with multiple toolsExperience in a payments industry is an advantageExperience in a fast-growing organization is an advantageFluent in English (writing and verbal) is a must
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